Aeyez Al Muhairbi
Customer Experience Team Lead
Profile summary
As a forward-thinking and strategic business leader, I bring a unique blend of entrepreneurial spirit, robust management skills, and proven leadership abilities to the table. My career objective is to secure a senior-level position in General Services or Human Resource Management, where I can leverage my extensive experience to drive organizational success. My adeptness in steering companies towards their strategic goals, coupled with a comprehensive understanding of human resources, positions me as an ideal candidate for roles that demand both visionary planning and practical execution.
Career highlights
Developed Robust Visitor Management: As Customer Services Section Head, implemented a new visitor management system, resulting in a 60% reduction in processing time and improved visitor satisfaction scores by 10%.
Streamlined Patient Notification: As Section Head of Case Management, successfully managed and improved the notification and sponsorship process for over thousands patients receiving overseas treatment, ensuring timely communication and support.
Key skills
Professional experience
▪Engaged in improving general services through appropriate planning, objective setting and plan implementation. ▪Supervised staff and total quality improvement policies and practices.
▪Received & reviewed treatment request to make sure all related document were presented. ▪Worked on filtering & prioritizing cases and assigned them for the Medical Committee according to the urgency.
▪Managed patient's notifications and sponsorship for each patient to ensure that patient and their escort will be received abroad. ▪Engaged in following up with overseas hospitals on the patient update & medical status.
• Spearheaded a comprehensive training initiative to elevate the team's proficiency in customer experience within the Department of Health. • Formulated a strategic roadmap to benchmark and integrate industry-leading customer experience management practices. • Instituted standard operating procedures to optimize team workflows and bolster operational efficiency. • Focused on enhancing digital platforms to drive customer satisfaction and engagement. • Delegated responsibilities and offered support to team members, ensuring seamless execution of tasks. • Implemented checklists and activity trackers to maintain team accountability and effectively navigate obstacles. • Crafted and delivered impactful presentations to external stakeholders, aimed at advancing customer experience and bridging service delivery gaps.
- Spearheaded a comprehensive training initiative to elevate the team's proficiency in customer experience within the Department of Health.
- Formulated a strategic roadmap to benchmark and integrate industry
- leading customer experience management practices.
- Instituted standard operating procedures to optimize team workflows and bolster operational efficiency.
- Focused on enhancing digital platforms to drive customer satisfaction and engagement.
• Championed customer service excellence and operational efficiency as Customer Service Section Head from June 2022 to May 2023. • Implemented a robust visitor management system, standardizing procedures and streamlining service delivery. • Drove continuous improvement through meticulous tracking and analysis of customer interactions, leading to targeted satisfaction surveys. • Addressed receptionist performance issues with data-driven support, elevating service standards. • Enhanced customer experience by strategically relocating the reception area to a more inviting location.
- Championed customer service excellence and operational efficiency as Customer Service Section Head from June 2022 to May 2023.
- Implemented a robust visitor management system, standardizing procedures and streamlining service delivery.
- Drove continuous improvement through meticulous tracking and analysis of customer interactions, leading to targeted satisfaction surveys.
- Addressed receptionist performance issues with data
- driven support, elevating service standards.
▪Supervising the activities and work of direct reportees by providing formal and informal feedback to ensure that all general services activities are managed in an efficient manner and in accordance with set individual targets. ▪Verifying & reporting discrepancies, if any, of the Service Level Agreement (SLA) and ensuring alignment to statutory standards.